ServiceNow - OpenText Core Digital Asset Management Integration and Automation

Common Integration Use Cases Between ServiceNow and OpenText Core Digital Asset Management

1. Automated creative asset request and approval workflow

Direction: ServiceNow → OpenText Core Digital Asset Management

Marketing, HR, or internal communications teams can submit asset requests in ServiceNow for banners, product images, videos, or campaign files. Once approved, the request is routed to OpenText Core Digital Asset Management to create or assign the required digital asset task. This reduces manual email coordination and gives requesters a single intake point with tracked status.

• ServiceNow captures request details, due dates, and business justification
• OpenText Core Digital Asset Management stores and manages the approved asset deliverable
• ServiceNow updates the requester on progress and completion

2. Publishing approved assets to service and support teams

Direction: OpenText Core Digital Asset Management → ServiceNow

When a new product image, policy graphic, training video, or customer-facing document is approved in OpenText Core Digital Asset Management, the asset metadata and link can be pushed into ServiceNow for use by support agents, field teams, or knowledge managers. This ensures teams always work from the latest approved content.

• OpenText Core Digital Asset Management provides version-controlled assets and metadata
• ServiceNow knowledge articles, catalog items, or agent workspaces reference the approved asset
• Reduces use of outdated or unapproved materials

3. Incident-driven asset replacement and content correction

Direction: ServiceNow → OpenText Core Digital Asset Management

When a support incident identifies a broken image, outdated brochure, incorrect logo, or expired compliance document, ServiceNow can trigger a correction task in OpenText Core Digital Asset Management. The DAM team can update the asset, maintain version history, and notify the service team when the corrected file is available.

• ServiceNow incident or problem records initiate content remediation
• OpenText Core Digital Asset Management manages the updated asset lifecycle
• Improves response time for content-related service issues

4. Change management for controlled asset updates

Direction: Bi-directional

For regulated industries or brand-sensitive environments, changes to approved assets can be governed through ServiceNow change management. A change request can be created when an asset needs revision, while OpenText Core Digital Asset Management stores the updated version and approval history. This creates an auditable process for controlled content updates.

• ServiceNow manages approvals, risk review, and implementation windows
• OpenText Core Digital Asset Management manages asset versioning and final publication
• Supports auditability and compliance for controlled content

5. Employee onboarding content delivery

Direction: OpenText Core Digital Asset Management → ServiceNow

During onboarding, ServiceNow can present role-based links to approved welcome videos, policy graphics, training assets, and brand materials stored in OpenText Core Digital Asset Management. This helps HR and IT deliver consistent onboarding content without duplicating files across systems.

• ServiceNow onboarding workflows surface the right assets by role or location
• OpenText Core Digital Asset Management remains the system of record for content
• Improves onboarding consistency and reduces content sprawl

6. Asset lifecycle notifications and expiry management

Direction: OpenText Core Digital Asset Management → ServiceNow

OpenText Core Digital Asset Management can notify ServiceNow when an asset is nearing expiry, requires review, or has been superseded. ServiceNow then creates tasks for marketing, legal, compliance, or product teams to review and renew the asset before it is used in campaigns or support materials.

• Automates review reminders for time-sensitive assets
• ServiceNow tracks ownership and completion of review tasks
• Reduces risk of using expired or non-compliant content

7. Self-service access to approved brand and campaign assets

Direction: Bi-directional

Employees can use ServiceNow as a self-service portal to search and request approved assets stored in OpenText Core Digital Asset Management. Search results, previews, and access links can be returned from the DAM, while ServiceNow tracks usage requests and access approvals. This is especially useful for distributed sales, partner, and regional marketing teams.

• ServiceNow provides the user-facing request and search experience
• OpenText Core Digital Asset Management provides governed access to approved files
• Reduces dependency on manual fulfillment by creative teams

8. Audit and reporting on asset usage tied to service processes

Direction: Bi-directional

Organizations can combine ServiceNow workflow data with OpenText Core Digital Asset Management asset metadata to report on which assets are requested, approved, updated, and used across service processes. This helps teams identify high-demand content, outdated materials, and bottlenecks in approval or fulfillment.

• ServiceNow provides workflow and request metrics
• OpenText Core Digital Asset Management provides asset version and usage metadata
• Supports operational reporting and continuous improvement